The promise of AI tools with the agency to make decisions has potential – but adopters would be wise to understand what AI agents can do well.

After seven separate tech events, seven clear trends emerge in AI and communications technology, from CX to copilots to the challenge of differentiation.

Targeting Verticals as a Path to Differentiation In the spring of 2022, I had dinner with the then-CMO of Talkdesk, Kathie Johnson, and Christie Blake, VP of Corporate Communications. It had been ...

The new feature uses AI to process tasks, provides insights, and makes changes using natural language interactions.

Invent event, Verint debuted a CX/EX Scoring Bot, and RingCentral, Zendesk, Moveworks and SIPPIO all announced partnerships.

A debate means there's still time to get it right when it comes to modern employee experience -- we haven't permanently settled for getting it wrong for everyone.

As part of AWS re:Invent 2024, Amazon Connect introduced multiple new features including generative AI-powered customer segmentation for targeted campaigns and native WhatsApp integration for ...

As customer service teams grapple with rising workloads and the challenge of managing vast information streams, AI-powered automation is emerging as a valuable tool to help enhance call center agent ...

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